Natalie Dokken
Boston,MA
Summary
Analytical and customer-focused professional with 1.5 years of experience in technical solutions, client engagement, and cross-functional coordination within SaaS environments. Adept at managing client relationships, analyzing data, and supporting the implementation of complex software. Proven track record of driving customer satisfaction, retention, and operational efficiency through proactive communication and data-driven insights. Seeking to leverage expertise in customer success, project management, and technical troubleshooting to contribute to the growth and success of client programs and solutions.
Overview
3
3
years of professional experience
2
2
Certificate
Work History
Technical Solutions Engineer
Epic Systems
Verona, WI
06.2023 - Current
- Conducted in-depth analysis of operational trends and customer needs, collaborating with cross-functional teams to optimize system performance and drive user satisfaction.
- Managed 5 projects with R&D and IT teams to address product limitations, delivering iterative improvements and enhancing competitive positioning.
- Led product implementations and trained stakeholders across diverse locations, ensuring successful software adoption and improved customer engagement.
- Developed technical tools, including custom SQL reports and utilities, to enhance operational efficiency and support customer success.
- Reduced issue volume by 20% within 3 months through data-driven insights and process improvements, enhancing support quality and customer satisfaction.
Senior Admissions Fellow
Dartmouth College
Hanover, NH
03.2020 - 06.2023
- Delivered engaging presentations to 50-100 prospective students and families, enhancing their understanding of Dartmouth College.
- Collaborated with staff to scale the tour guide program, accommodating increased demand post-pandemic.
- Built strong relationships with prospective students and parents, improving their experience and engagement with the College.
Supervisor
Converse
Daytona Beach, FL
01.2021 - 12.2021
- Managed a team of 5-10 employees, driving performance and achieving sales goals through effective leadership and customer service.
- Analyzed customer needs and aligned product offerings, boosting sales and enhancing customer satisfaction.
- Implemented data-driven inventory management strategies, improving accuracy and operational efficiency.
Education
Bachelor of Arts - Philosophy And Biology
Dartmouth College
Hanover, NH06-2023
Skills
- Hard Skills: Data Analysis, Epic Systems, Google Suite, HTML, Microsoft Office, MUMPS Programming Language, Python, SQL, Technical Troubleshooting, Internal Data Visualization Tools (Epic Systems), Internal CRM Tools (Epic Systems)
- Soft Skills: Attention to Detail, Communication, Customer Service, Customer Success, Leadership, Problem Solving, Public Speaking, Spanish, Teamwork, Technical Account Management, Technical Project Management
Certification
- Technical Support Fundamentals (Google) - 2023
- SAS Visual Business Analytics (SAS) - 2024
Languages
English
Native language
Spanish
Upper Intermediate (B2)
B2
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Technical Solutions Engineer
Epic Systems
06.2023 - Current
Supervisor
Converse
01.2021 - 12.2021
Senior Admissions Fellow
Dartmouth College
03.2020 - 06.2023
Bachelor of Arts - Philosophy And Biology
Dartmouth College
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